The rise of omni-channel commerce, with its proliferation of new channels and expanded opportunities to interact digitally, has placed a golden premium on the customer experience. Consumers build relationships with brands via a series of real-time connections that unfolds over multiple touchpoints, thanks to buyer behavior that worships customer-centric values and renders channel-specific processes obsolete.
This paper examines the growing relationship between customer experience, loyalty, and repeat sales – and presents actionable strategies for creating encounters based on seamless dialogue across multiple touchpoints. It combines inspiring examples and best practice insights to demonstrate how the customer experience can pave the way for a profitable brand with a clear and unwavering narrative. Most importantly, it offers a blueprint for companies who know that making customer experience intrinsic to brand strategy is the first phase of future-proofing a business and facilitating unencumbered growth.